Carlos dos Santos Oliveira
Myslenice
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Reliable professional with experience in optimizing administrative and operational processes. Proven ability to manage multiple projects and prioritize tasks to meet deadlines.
Overview
20
20
years of professional experience
2
2
Languages
Work History
FINANCE AND ACCOUNTING PROCESS SPECIALIST
CAPGEMINI
05.2020 - Current
- Research and resolve C2C issues; P2P invoice processing and auditing; Performs complex RCA's followed by implementing most suitable solutions using various tools and systems; Builds strong relationship with all stakeholders, with effective communication skills; Account reconciliation posting; Posting audit; Continually strive to standardize and improve processes; Can do attitude and high attention to detail; Proactively share knowledge and best practices; Continually seek out ways to improve Client satisfaction; Deliver high quality, professional and proactive day to day service to client, within agreed SLAs; Make decisions within broadly defined parameters;
- Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
- Served as subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Collaborated closely with cross-functional teams, ensuring seamless integration of processes across departments.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
- Streamlined communication within team, leading to better project coordination and timely completion of tasks.
- Designed and executed training programs for new hires, fostering culture of continuous learning among employees.
- Optimized process efficiency by identifying bottlenecks and implementing improvements in workflows.
- Reduced production downtime by maintaining equipment and troubleshooting issues proactively.
- Implemented new process automation tools, resulting in reduced manual labor and increased productivity.
- Provided technical support during process upgrades or equipment installations, ensuring minimal disruption to operations.
- Collaborated with cross-functional teams to develop innovative solutions.
- Led root cause analysis efforts on process failures, preventing future occurrences through corrective action implementation.
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings.
DIGITAL SERVICE EXECUTIVE
SHELL ENERGY RETAIL LIMITED SP. Z O.O.
01.2017 - 05.2020
- Acted as interim team manager; Customer service via digital channels; Providing analysis and suggestions on process improvement; Effective and efficient first point of contact for customer queries, problems and escalations; Assuring consistency and quality while delivering SLA's; Striving for 1st contact resolution at all times by being pro-active and thoroughly investigating customer's account to prevent possible call backs; Working towards team and individual targets inclusive of such KPI's as; 1st contact resolution, customer satisfaction survey scores and average response time; Completing customer research to make sure that performance is delivered to highest standards;
- Implemented new training programs for junior staff members, improving overall team performance.
- Mentored new hires on company policies and procedures, ensuring quick integration into team environment.
- Cultivated collaborative work atmosphere that fostered open communication and continuous improvement within team.
COMPLIANCE OFFICER
YOUR WORLD RECRUITMENT
04.2016 - 11.2016
- Sourcing candidate documentation; Keeping up to date records of candidate's compliance history; Audit assistance and on-going requirements; Doing identity checks; Checking candidates right to work, Professional registration and qualifications, employment history and assisting with referencing
- Criminal Record and Barring checks; Verifying Work Health Assessments and registration documents; Verifying and booking mandatory training.
- Maintained up-to-date knowledge of current and emerging compliance regulations.
- Responded to employee inquiries regarding compliance regulations and procedures.
SENIOR SPECIALITY TEAM EXPERT
SERCO EUROPEAN SERVICES, SP. Z O.O./INTELENET GLOBAL SERVICES
02.2015 - 03.2016
- Advanced Support for B2B customers, Group Bookings and disabled passengers (PRM) for major European airline for English and Portuguese speaking markets; WORK EXPERIENCE- Sales; Customer advisor; Booking management; Complaints and escalations expert; Providing training for new joiners both for Group Bookings and PRM.
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
CUSTOMER SERVICE EXECUTIVE - PORTUGUESE TEAM
SERCO EUROPEAN SERVICES SP. ZO.O.
03.2014 - 02.2015
- Customer support for Portuguese speaking customers; Complaints handling; Sales; Customer advisor.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
AUXILIARY PHARMACIST TECHNICIAN
FARMÁCIA ALFA
01.2009 - 10.2012
- Sales, supply management, customer advisor; Managing teams of new joiners; New joiner´s training.
- Maintained safe and clean work environment, adhering to all relevant regulations and guidelines.
- Utilized advanced knowledge of drug interactions when handling prescriptions requiring complex calculations or custom formulations.
AUXILIARY PHARMACIST TECHNICIAN
FARMÁCIA RIBEIRO DOS SANTOS
06.2004 - 04.2009
- Sales, supply management, customer advisor; Managing teams of new joiners; New joiner´s training.
- Maintained safe and clean work environment, adhering to all relevant regulations and guidelines.
- Utilized advanced knowledge of drug interactions when handling prescriptions requiring complex calculations or custom formulations.
Education
MODERN LANGUAGES AND LITERATURE FRENCH/ENGLISH - NOT COMPLETED, English and French language, English and French culture, Translation, English and French literature -
07.2002
HIGH SCHOOL DIPLOMA, Geography, History, Philosophy, Portuguese, English, French, German, Translation, Computer technologies -
07.1999
Skills
- Google Docs
- Zendesk
- Salesforce
- SAP/4HANA
- SharePoint Online/O365
- Virtual Desktop Infrastructure (VDI)
- Process Automation
- Process Analysis
- Accounts Payable and Receivable
- Billing and Invoicing
- Microsoft Office
- High attention to detail
- Assertiveness
- Strong Work Ethic
- Client Relationship Building
- Analytical thinking
- Ability to work under pressure and with tight deadlines
- Ability to adapt to multicultural environments
Languages
Portuguese
Native language
ENGLISH
Proficient
C2
FRENCH
Intermediate
B1
GERMAN
Beginner
A1
SPANISH
Intermediate
B1
Timeline
FINANCE AND ACCOUNTING PROCESS SPECIALIST - CAPGEMINI
05.2020 - Current
DIGITAL SERVICE EXECUTIVE - SHELL ENERGY RETAIL LIMITED SP. Z O.O.
01.2017 - 05.2020
COMPLIANCE OFFICER - YOUR WORLD RECRUITMENT
04.2016 - 11.2016
SENIOR SPECIALITY TEAM EXPERT - SERCO EUROPEAN SERVICES, SP. Z O.O./INTELENET GLOBAL SERVICES
02.2015 - 03.2016
CUSTOMER SERVICE EXECUTIVE - PORTUGUESE TEAM - SERCO EUROPEAN SERVICES SP. ZO.O.
03.2014 - 02.2015
AUXILIARY PHARMACIST TECHNICIAN - FARMÁCIA ALFA
01.2009 - 10.2012
AUXILIARY PHARMACIST TECHNICIAN - FARMÁCIA RIBEIRO DOS SANTOS
06.2004 - 04.2009
University of Coimbra - MODERN LANGUAGES AND LITERATURE FRENCH/ENGLISH - NOT COMPLETED, English and French language, English and French culture, Translation, English and French literature,
Escola Secundária De Jácome Ratton - HIGH SCHOOL DIPLOMA, Geography, History, Philosophy, Portuguese, English, French, German, Translation, Computer technologies,
Personal Information
- Date of Birth: 11/24/1976
- Gender: Male
- Nationality: Portuguese
- Driving License: B
Personal Information
- Date of Birth: 11/24/1976
- Gender: Male
- Nationality: Portuguese
- Driving License: B
Personal Information
- Nationality: Portuguese
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